Remote claims adjuster

ABSTRACT

Various aspects of the subject technology relate to systems, methods, and machine-readable media for investigating an insurance claim. A system may be configured to perform operations including establishing a video conferencing session with a mobile device associated with an insurance product and providing a user interface configured to provide a claims adjuster with remote control of a set of functions on the mobile device associated with the insurance product during the video conferencing session. The operations further include receiving, via the user interface, instructions for requesting the mobile device to perform at least one function in the set of functions on the mobile device and transmitting, to the mobile device, a request to perform the at least one function on the mobile device.

CROSS-REFERENCE TO RELATED APPLICATION

The present application claims the benefit of U.S. Provisional Pat.Application Serial No. 61/817,806, entitled “Apparatus and Method forVirtualized Appraisal of an Insured Object,” filed on Apr. 30, 2013,which is hereby incorporated by reference in its entirety for allpurposes.

BACKGROUND

The present disclosure generally relates to providing insurance servicesand, in particular, to appraising insurance claims of customers.

Customers may insure property and/or items (e.g., houses, vehicles,belongings, etc.) with an insurance provider. In some cases, if aninsured item is damaged, a customer may submit an insurance claim andschedule a time for a claims adjuster to view the damage to the insureditem. For example, if an insured vehicle is damaged in an accident, thecustomer may submit an insurance claim and schedule a time for a claimsadjuster to come to the customer’s home and view the damage to thevehicle.

However, setting up a time and place for a claims adjuster to go to viewthe damage may be inconvenient. For example, it may be difficult to finda time that both the customer and the claims adjuster can meet andunforeseen circumstances may cause one party to be unable to meetexactly at the appointed time. Furthermore, travelling to the locationwhere the damaged item may be viewed may be time consuming and costly.

SUMMARY

Various aspects of the subject technology relate to system forinvestigating an insurance claim. The system includes one or moreprocessors and a machine-readable medium comprising instructions storedtherein, which when executed by the one or more processors, cause theone or more processors to perform operations. The operations includeestablishing a video conferencing session with a mobile deviceassociated with an insurance product and providing a user interfaceconfigured to provide a claims adjuster with remote control of a set offunctions on the mobile device associated with the insurance productduring the video conferencing session. The operations further includereceiving, via the user interface, instructions for requesting themobile device to perform at least one function in the set of functionson the mobile device and transmitting, to the mobile device, a requestto perform the at least one function on the mobile device.

Some aspects of the subject technology relate to a method forinvestigating an insurance claim. The method includes establishing avideo conferencing session between a mobile device associated with auser and a system associated with a claims adjuster and providing aninterface on the system to enable control of a set of functions on themobile device associated with the user during the video conferencingsession, wherein the set of functions comprises capturing an image witha camera using the mobile device. The method further includes receiving,via the interface, instructions for requesting the mobile device tocapture the image, transmitting, during the video conferencing sessionand based on the received instructions, a request to capture an image bythe mobile device, wherein the request is configured to cause the mobiledevice to capture the image in response to the request, and receiving,in response to the transmitted request, the captured image from themobile device.

Some aspects of the subject technology relate to a non-transitorymachine-readable medium comprising instructions stored therein, whichwhen executed by a machine, cause the machine to perform operations. Theoperations include establishing a video conferencing session with amobile device associated with a user with an insurance policy andproviding an interface configured to provide a claims adjuster withremote control of functions on the mobile device associated with theuser during the video conferencing session, wherein the functionscomprises capturing an image with a camera using the mobile device. Theoperations further include receiving, via the interface, instructions torequest the mobile device to capture the image with the camera,transmitting, during the video conferencing session and based on theinstructions, a request to capture the image to the mobile device,wherein the request is configured to cause the mobile device to capturethe image in response to the request, and receiving, in response to thetransmitted instructions, the captured image from the mobile device.

Additional aspects of the subject technology relate to a method forinvestigating an insurance claim. The method includes establishing videoconferencing session between a mobile device associated with a user anda system associated with a claims adjuster, receiving, during the videoconferencing session, a request to capture an image, capturing, inresponse to the request, the image using a camera using the mobiledevice, and transmitting the captured image to the system associatedwith the claims adjuster.

It is understood that other configurations of the subject technologywill become readily apparent to those skilled in the art from thefollowing detailed description, wherein various configurations of thesubject technology are shown and described by way of illustration. Aswill be realized, the subject technology is capable of other anddifferent configurations and its several details are capable ofmodification in various other respects, all without departing from thescope of the subject technology. Accordingly, the drawings and detaileddescription are to be regarded as illustrative in nature and not asrestrictive.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are included to provide furtherunderstanding of the subject technology and are incorporated in andconstitute a part of this specification, illustrate disclosed aspects ofthe subject technology and together with the description serve toexplain the principles of the subject technology.

FIG. 1 is a block diagram illustrating an example environment in which asystem for providing remote claim adjuster capabilities may exist inaccordance with various aspects of the subject technology.

FIG. 2 is a flow chart illustrating an example process for providingremote claim adjuster capabilities in accordance with various aspects ofthe subject technology.

FIG. 3 is a data flow diagram illustrating an example process forproviding remote claim adjuster capabilities in accordance with variousaspects of the subject technology.

FIG. 4 is a user interface illustrating an example check-in screen thatappears on a mobile device according to various aspects of the subjecttechnology.

FIG. 5 is a flow chart illustrating an example process for adjusting thevideo conferencing session based on a connection metric in accordancewith various aspects of the subject technology.

FIG. 6 is a block diagram illustrating an example computer system withwhich any of the computing machines, devices, or systems discussedherein may be implemented, in accordance with some aspects of thesubject technology.

DETAILED DESCRIPTION

The detailed description set forth below is intended as a description ofvarious configurations of the subject technology and is not intended torepresent the only configurations in which the subject technology may bepracticed. The appended drawings are incorporated herein and constitutea part of the detailed description. The detailed description includesspecific details for the purpose of providing a thorough understandingof the subject technology. However, it will be apparent to those skilledin the art that the subject technology may be practiced without thesespecific details. In some instances, well-known structures andcomponents are shown in block diagram form in order to avoid obscuringthe concepts of the subject technology.

Various aspects of the subject technology relate to providing remoteclaim adjuster capabilities. For example, an insurance provider mayprovide a customer with one or more insurance products. Insuranceproducts may include insurance policies for possessions (e.g., avehicle) or property, health insurance, life insurance, or any otherinsurable item. In some cases, claims adjusters are used to processinsurances claim for insurance products. However, instead of having aclaims adjuster travel to the customer to process the customer’sinsurance claim, some or all of the claims adjusting process may beperformed by the claims adjuster remotely.

FIG. 1 is a block diagram illustrating an example environment 100 inwhich a system for providing remote claim adjuster capabilities mayexist in accordance with various aspects of the subject technology. Thenetwork environment includes the system 130 for providing remote claimadjuster capabilities and one or more computing devices associated witha user or customer 110 in communication with one another via the network150.

The computing device may be a mobile device 105 that includes forexample, a smart phone, a tablet, a laptop, a camera device, or anyother device capable of communicating with other devices via a network150. The mobile device 105 may also include one or more applications 115that may aid in providing remote claim adjuster capabilities. Forexample, an application 115 may be configured to enable one or morecommunication channels between the mobile device 105 and the system 130.The communications channels may include, for example, video conferencingchannels, audio channels, text communications, channels for exchangingapplication data (e.g., instructions or requests), or a combination ofdifferent communications channels.

The network 150 may include, for example, any one or more of a cellularnetwork, a satellite network, a personal area network (PAN), a localarea network (LAN), a wide area network (WAN), a broadband network(BBN), the Internet, and the like. Further, the network 150 can include,but is not limited to, any one or more of the following networktopologies, including a bus network, a star network, a ring network, amesh network, a star-bus network, tree or hierarchical network, and thelike.

The system 130 may be implemented on one or more computing machines(e.g., servers) in communication with the network 150. For example, thesystem 130 may be implemented on a desktop workstation, a laptop, amobile device (e.g., a tablet or mobile phone), or any other computingdevice. The system 130 may be associated with an insurance platformprovided by an insurance company and include one or more server machinesaffiliated with the insurance company. For example, the system 130 maybelong to an insurance company or another party associated with aninsurer.

The system 130 and the mobile device 105 are configured to provideremote claim adjuster capabilities by establishing a video conferencingsession for a user 110 and a claims adjuster 140. Although in FIG. 1 ,the claims adjuster 140 is illustrated as a person, the claims adjustermay also be implemented as a part of the system 130 or part of adifferent machine-implemented system in other aspects of the subjecttechnology.

A claims adjuster 140 may implement a claims adjustment process throughthe video conferencing session. The claims adjustment process mayinclude capturing one or more images or photos of the user’s property oritem, transmitting the images to the system 130 for appraisal and/orstorage. Additionally, the video captured during the video conferencingsession may similarly be transmitted and used.

Providing claim adjustments through a video conferencing session allowsusers to schedule a time with a claims adjuster more easily becauseaccommodations do not need to be made for the claims adjuster to visitthe user. Furthermore, the claims adjustment process may be scheduledand completed earlier because there is no need to make plans for aclaims adjuster to travel. Furthermore, a claims adjuster does not needto spend the time or incur the costs associated with a visit to theuser.

According various aspects of the subject technology, the system 130 andthe mobile device 105 may also be configured to enable remote control ofcertain functions of the mobile device 105 by the claims adjuster 140.For example, the application 115 on the mobile device 105 may beconfigured to access various capabilities of the mobile device 115 orcapabilities of devices in communication with the mobile device 115. Forexample, the application 115 may have access to one or more cameras onthe mobile device (e.g., a front-facing camera and/or a rear-facingcamera), microphones on the mobile device, or other sensors orcomponents on the device (e.g., an accelerometer, infrared sensors, aglobal positioning system, a light, etc.).

The application 115 on the mobile device 105 may also provide a way forthe claim appraiser 140 to access and control the various functions orcapabilities through the system 130. For example, the system 130 mayprovide an interface 135 (e.g., a user interface) where the claimappraiser 140 may control certain capabilities of the mobile device 105.The interface 135 may allow the claim appraiser 140 to, for example,request that the mobile device 105 capture an image, activate a flashwhen capturing an image, turn on a light on the mobile device, zoom inthe camera, focus the camera, adjust an exposure setting on the camera,or switch a view on a display on the mobile device.

The switching of the view on the display of the mobile device mayinclude switching the view to at least one of a view of what afront-facing camera is detecting, a view of what a rear-facing camera isdetecting, or a video conferencing view of a remote camera (e.g., a viewof a camera in communication with the system 130 or a view of the claimsadjuster 140). In additional aspects, switching a view may includechanging the display on the mobile device to a portrait view, alandscape view, or a picture-in-picture view of multiple views.

FIG. 2 is a flow chart illustrating an example process 200 for providingremote claim adjuster capabilities in accordance with various aspects ofthe subject technology. Although the blocks in FIG. 2 are shown in aparticular order, other orderings are also possible. For example, someblocks may be performed in different orders or in parallel with otherblocks.

At block 205, the system 130 may establish a video conferencing sessionbetween a mobile device 105 associated with a user and the system 130.According to some aspects of the subject technology, a user may installan application 115 on a mobile device 105 that enables the user to loginand view information associated with one or more of the user’s insurancepolicies. The mobile device 105 may also allow the user to initiate aninsurance claim and/or schedule a claims adjustment video conference.According to some aspects of the subject technology, the mobile device105 may also enable the user to begin a claims adjustment videoconference immediately with claims adjusters on standby.

The system 130, at block 210, may provide the claims adjuster 140 withan interface configured to allow the claims adjuster 140 to remotelycontrol a certain set of functions on the mobile device during the videoconference session. Some example functions that the claims adjuster 140may control on the mobile device 105 may include, for example, capturingan image with a camera, sending the captured image to the system 130,activating a flash when capturing the image, zooming the camera in orout, focusing the camera, or adjusting an exposure setting on thecamera. The claims adjuster 140 may also be able to turn on a light onthe mobile device, switch a view on a display on the mobile device,switch a view being transmitted to the system 130 via the videoconferencing channel, or request a location of the mobile device (e.g.,GPS coordinates or an address).

According to some aspects of the subject technology, the functions mayalso include displaying one or more visual indicator overlays on thedisplay of the mobile device. The visual indicator overlay may be usedto aid or direct the user during the claims adjustment process. Thevisual indicator overlay may be, for example, an arrow, a box, or abracket that the claims adjuster 140 may use as a reference point todirect the user with. For example, the claims adjuster 140 may cause thevisual indicator overlay to be displayed over a camera view and directthe user to place a vehicle identification number (VIN) or an area ofdamage where the arrow is pointing, inside the box, or inside thebracket. According to other aspects, the visual indicator overlay may bea highlighting of an object in the display of the mobile device. Forexample, the claims adjuster 140 may identify a target on the vehicle(e.g., a VIN number, a tire, the hood, etc.), highlight the target, andask the user to capture an image of the highlighted target.

At block 215, the system 130 may receive, from the claims adjuster 140via the user interface 135, instructions for requesting the mobiledevice to perform a function on the mobile device 105. In response toreceiving the instructions via the user interface 135, the system 130may transmit a request to the mobile device 105 to perform the function.When the application 115 on the mobile device 105 receives the request,the application 115 may perform the requested function on the mobiledevice 105.

Additional requests may also be transmitted and performed during thevideo conferencing session. By enabling the claims adjuster 140 toremotely control the mobile device 105, the claims adjuster 140 may beable to process the user’s insurance claim more efficiently. Forexample, the claims adjuster 140 may not need to provide the user withlengthy instructions on how to capture an image of the insured objectand hope the user understands what the claims adjuster 140 intends.Instead, the claims adjuster 140 may be able to process the claim moreefficiently with fewer instructions being given to the user and/orpossibly less chance for confusion or miscommunication. For example, theclaims adjuster 140 may be able to ask the user to hold the mobiledevice 105 in a way such that the claims adjuster 140 may take an image.The claims adjuster 140 may then configure the camera to appropriatesettings (e.g., zoom settings, focus settings, exposure settings, etc.),capture an image when desired, and keep capturing images until theclaims adjuster 140 is satisfied.

FIG. 3 is a data flow diagram illustrating an example process 300 forproviding remote claim adjuster capabilities in accordance with variousaspects of the subject technology. Although the operations in FIG. 3 areshown in a particular order, other orderings are also possible. Forexample, some operations may be performed in different orders or inparallel with other operations.

At 305, the system 130 and the mobile device 105 may establish a videoconferencing session. For example, to establish the video conferencingsession, the user may login to the application 115 on the mobile device105 and initiate a video conference session with a claims adjuster 140.Alternatively or additionally, the claims adjuster 140 may also initiatea video conference session on the system 130.

According to some aspects of the subject technology, at an appointedtime, the user may login to the application 115 on the mobile device 105and “check in” for the video conference session. For example, FIG. 4 isa user interface illustrating an example check-in screen 400 thatappears on the mobile device 105 according to various aspects of thesubject technology. The user interface may include the user’sappointment information and a button for the user to “check in.” Oncethe user activates the button to “check in,” the application 115 maytransmit an alert to a claims adjuster 140 handling the claim at thesystem 130 that the user is ready for the video conference.

The video conference session may be initiated by the claims adjuster 140at the time of the scheduled appointment. When the video conferencesession is initiated, a notification may be presented to the user,giving them the option to answer or decline the video conferencesession. Upon the user selecting “answer,” the user is directed to avideo conference interface. If the user selects “decline,” the claimsadjuster 140 may be notified that the user has declined the videoconference session.

According to some aspects of the subject technology, once the videoconferencing session is established, the system 130 may provide, at 310,the claims adjuster 140 with an interface 135 to remotely controlfunctions on the mobile device 105. Using the interface 135, the claimsadjuster 140 may input instructions to transmit a request for the mobiledevice 105 to perform one or more functions. At 315, the system 130 mayreceive the instructions to transmit a request, and transmit the requestto the mobile device 105 at 320. When the mobile device 105 receives therequest, at 325, the mobile device 105 may process the request.

As described above, example requests may be for the mobile device 105 toconfigure certain camera settings, to change a view on the mobiledevice’s display so that the user may see what one or more of thecameras on the mobile device are viewing, and/or to change a view beingtransmitted to the system 130. As the instructions and requests arebeing received, the claims adjuster 140 and the user may continue theirconversation via the video conferencing session. For example, the claimsadjuster 140 may ask that the user hold the mobile device 105 in such away that the camera may capture a certain view of the insured object.The claims adjuster 140 may also be able to see the view of the cameravia the video conferencing channel.

The claims adjuster 140 may also be able to remotely instruct the mobiledevice 105 to automatically capture an image. To illustrate, in thescenario above, when the user holds the mobile device 105 in such a waythat the camera may capture a desired view of the insured object, theclaims adjuster 140 may direct the mobile device 105 to capture theimage using the provided interface. At 330, the system 130 may receive,via the interface, instructions from the claims adjuster 140 to capturean image using the mobile device 105. At 335, in response to receivingthe instructions, the system 130 may transmit a request for the mobiledevice 105 to capture an image.

At 340, the mobile device 105 receives the request and automaticallycaptures the image based on the received request. Once the image iscaptured, at 345, the mobile device 105 may transmit the captured imageto the system 130 where it may be viewed by the claims adjuster. In somecases, the captured image may be a higher resolution or better qualitythan the images received through the video conferencing channel.Accordingly, the captured images may be saved on a memory by the system130 while the video feed received via the video conferencing channel isnot. According to other aspects of the subject technology, however, boththe captured images and the video feed may be stored for futurereference.

Additional requests for various mobile device 105 functions may also betransmitted and received during the video conference session in thecourse of the claims adjustment process. Furthermore, during the claimsadjustment process, the interface 135 may also provide a way for theclaims adjuster 140 to make claim determinations associated with aninsurance product (e.g., an insurance policy). For example, based on thevideo conferencing session, the claims adjuster 140 may makedeterminations of fault, liability, damages, or coverage and input thedeterminations into the system 130 via the interface 135.

Once determinations are received by the system 130, they may be providedto an insurance platform, which may be separate from or a part of thesystem 130. According to some aspects of the subject technology, theinsurance platform may use the determinations to adjust an insuranceproduct (e.g., an insurance policy) associated with the user or with theinsured product. The adjustments may include, for example, increasing ordecreasing fees associated with an insurance product, generate alerts toan owner of an insurance product, or associate a record of the insuranceclaim with an insurance product. Advertisements or other content mayalso be provided to the owner of the insurance product based on thedeterminations received from the claims adjuster 140 via the interface135.

In some cases the channels that support the communications between thesystem 130 and the mobile device 105 may not be able to handle all thedata transmitted between the system 130 and the mobile device 105.Accordingly, some aspects of the subject technology relate todetermining connection metrics for the video conferencing session andadjusting characteristics of the video conferencing session based on theconnection metrics.

FIG. 5 is a flow chart illustrating an example process 500 for adjustingthe video conferencing session based on a connection metric inaccordance with various aspects of the subject technology. Although theblocks in FIG. 5 are shown in a particular order, other orderings arealso possible. For example, some blocks may be performed in differentorders or in parallel with other blocks. Furthermore, the process 500may be practiced by the system 130, the mobile device 105, or anotherthird-party.

At block 505, the system 130 or the application 115 on the mobile device105 may determine one or more connection metrics for the videoconferencing session. For example the system 130 or application 115 maydetermine the available network bandwidth for the video conferencingsession. The one or more connection metrics may be compared with one ormore threshold values at block 510 to determine, at block 515, whetherthe connection metrics less than a threshold value. For example, in theexample scenario above, the available network bandwidth may be comparedwith one or more bandwidth thresholds to determine whether a videoconferencing session is to be adjusted. Furthermore, although theprocess 500 in FIG. 5 compares a connection metric with a thresholdvalue to see if the connection metric is below a threshold value, inother variations, other connection metrics may be compared with otherthreshold values to determine whether the connection metrics meet orexceed one or more threshold values.

In FIG. 5 , if the one or more connection metrics is less than athreshold value, at block 520, the video conferencing session may beadjusted based on the connection metric being less than the thresholdvalue. If the one or more connection metrics is not less than athreshold value, at block 525, the system 130 or the application 115 onthe mobile device 105 may continue to monitor the connection metrics forthe video conferencing session so that when a connection metric fallsbelow a threshold value (or another connection metric meets or exceedsanother threshold value), the video conferencing session may beappropriately adjusted.

Although FIG. 5 illustrates that connection metrics are compared tothreshold values, in other aspects, the connection metrics may becompared to predefined sets of connection characteristics to see whetherthere is a match. If there is a match, the video conferencing sessionmay be adjusted based on video conferencing characteristics associatedwith the matching predefined set of connection characteristics.

The connection metrics may be determined prior to initiating the videoconferencing session and/or during the video conferencing session.Furthermore, after one or more adjustments are made, the connectionmetrics may continue to be monitored in order to determine whetheradditional adjustments are to be made. Adjustments may include, forexample, switching from a bi-directional video stream in the videoconferencing session to a uni-directional video stream, switching from avideo stream in the video conferencing session to an audio stream, orswitching from an audio stream in the video conferencing session to textcommunications.

Additionally, in some cases, images captured using the mobile device 105may be transmitted to the system 130 during the video conferencingsession. In other cases, the images captured using the mobile device 105may be stored in a memory by the mobile device 105 until the connectionmetrics indicate that the communication channels are able to handletransmission of the images to the system 130 (e.g., after the videoconferencing session is over or when available network bandwidthincreases).

According to some aspects of the subject technology, the videoconferencing session between the user and the claims adjuster 140 maybegin as a bi-directional video stream. In the bi-directional videostream, the user on the mobile device 105 may receive a video streamfrom a camera in communication with the system 130. This video streamfrom the system 130 may be of the claims adjuster 140. Additionally, thebi-directional video stream also includes the system 130 receiving avideo stream from one or more cameras (e.g., a front-facing camera onthe mobile device 105 or a rear-facing camera on the mobile device 105)in communication with the mobile device 105. This video stream from themobile device 105 may be of the user and/or of an insured item.

If the network bandwidth available is less than a first thresholdbandwidth value (e.g., an estimated bandwidth needed to support abi-directional video stream), the system 130 or the application 115 onthe mobile device 105 may be configured to adjust the video conferencesession to be a uni-directional video stream. According to variousaspects of the subject technology, the uni-directional video stream maybe a video stream from the mobile device 105 transmitted to the system130 or a video stream from the system 130 transmitted to the mobiledevice 105.

The choice in streams may be determined based on, for example, a currentparty that is speaking. If the user is speaking, the uni-directionalvideo stream may be the video stream from the mobile device 105transmitted to the system 130. If the claims adjuster 140 is speakingthe uni-directional video stream may be the video stream from the system130 transmitted to the mobile device 105. The choice in streams may alsobe determined based on a stage in the claims adjustment process or asource of a video stream. For example, if the claims adjustment stage isat a stage where the user is capturing images or video of an insuredobject (e.g., a damaged vehicle) or if the video stream being generatedat the mobile device 105 is from a front-facing camera rather than arear-facing camera, the uni-directional video stream may be the videostream from the mobile device 105 transmitted to the system 130.

Additionally or alternatively, if the network bandwidth available isless than a second threshold bandwidth value (e.g., an estimatedbandwidth needed to support a uni-directional video stream) that may belower than the first threshold bandwidth value, the system 130 or theapplication 115 on the mobile device 105 may be configured to adjust thevideo conference session from a bi-directional or uni-directional videostream to include only audio.

Additionally or alternatively, if the network bandwidth available isless than a second threshold bandwidth value (e.g., an estimatedbandwidth needed to support a uni-directional video stream) that may belower than the first threshold bandwidth value, the system 130 or theapplication 115 on the mobile device 105 may be configured to adjust thevideo conference session from a bi-directional video stream, auni-directional video stream, or an audio stream to be limited to textcommunications. The above examples are provided for illustrativepurposes only as other variations may also be implemented. For example,different combinations of the above mentioned communications means mayalso be used.

FIG. 6 is a block diagram illustrating an example computer system 600with which any of the computing machines, devices, or systems discussedherein may be implemented, in accordance with some aspects of thesubject technology. In certain aspects, the computer system 600 may beimplemented using hardware or a combination of software and hardware,either in a dedicated server, or integrated into another entity, ordistributed across multiple entities.

The example computer system 600 includes a processor 602, a main memory604, a static memory 606, a disk drive unit 616, and a network interfacedevice 620 which communicate with each other via a bus 608. The computersystem 600 may further include an input/output interface 612 that may beconfigured to communicate with various input/output devices such asvideo display units (e.g., liquid crystal (LCD) displays, cathode raytubes (CRTs), or touch screens), an alphanumeric input device (e.g., akeyboard), a cursor control device (e.g., a mouse), or a signalgeneration device (e.g., a speaker).

Processor 602 may be a general-purpose microprocessor (e.g., a centralprocessing unit (CPU)), a graphics processing unit (GPU), amicrocontroller, a Digital Signal Processor (DSP), an ApplicationSpecific Integrated Circuit (ASIC), a Field Programmable Gate Array(FPGA), a Programmable Logic Device (PLD), a controller, a statemachine, gated logic, discrete hardware components, or any othersuitable entity that can perform calculations or other manipulations ofinformation.

A machine-readable medium (also referred to as a computer-readablemedium) may store one or more sets of instructions 624 embodying any oneor more of the methodologies or functions described herein. Theinstructions 624 may also reside, completely or at least partially,within the main memory 604 and/or within the processor 602 duringexecution thereof by the computer system 600, with the main memory 604and the processor 602 also constituting machine-readable media. Theinstructions 624 may further be transmitted or received over a network626 via the network interface device 620.

The machine-readable medium may be a single medium or multiple media(e.g., a centralized or distributed database, and/or associated cachesand servers) that store the one or more sets of instructions. Themachine-readable medium may include the drive unit 616, the staticmemory 606, the main memory 604, the processor 602, an external memoryconnected to the input/output interface 612, or some other memory. Theterm “machine-readable medium” shall also be taken to include anynon-transitory medium that is capable of storing, encoding or carrying aset of instructions for execution by the machine and that cause themachine to perform any one or more of the methodologies of theembodiments discussed herein. The term “machine-readable medium” shallaccordingly be taken to include, but not be limited to, storage mediumssuch as solid-state memories, optical media, and magnetic media.

The various illustrative blocks, modules, elements, components, methods,and algorithms described herein may be implemented as electronichardware, computer software, or combinations of both. To illustrate thisinterchangeability of hardware and software, various illustrativeblocks, modules, elements, components, methods, and algorithms have beendescribed above generally in terms of their functionality. Whether suchfunctionality is implemented as hardware or software depends upon theparticular application and design constraints imposed on the overallsystem. Skilled artisans may implement the described functionality invarying ways for each particular application. Various components andblocks may be arranged differently (e.g., arranged in a different order,or partitioned in a different way) all without departing from the scopeof the subject technology.

It is understood that the specific order or hierarchy of steps in theprocesses disclosed is an illustration of example approaches. Based upondesign preferences, it is understood that the specific order orhierarchy of steps in the processes may be rearranged. Some of the stepsmay be performed simultaneously.

The previous description is provided to enable any person skilled in theart to practice the various aspects described herein. The previousdescription provides various examples of the subject technology, and thesubject technology is not limited to these examples. Variousmodifications to these aspects will be readily apparent to those skilledin the art, and the generic principles defined herein may be applied toother aspects.

A phrase such as an “aspect” does not imply that such aspect isessential to the subject technology or that such aspect applies to allconfigurations of the subject technology. A disclosure relating to anaspect may apply to all configurations, or one or more configurations.An aspect may provide one or more examples. A phrase such as an aspectmay refer to one or more aspects and vice versa. A phrase such as an“embodiment” does not imply that such embodiment is essential to thesubject technology or that such embodiment applies to all configurationsof the subject technology. A disclosure relating to an embodiment mayapply to all embodiments, or one or more embodiments. An embodiment mayprovide one or more examples. A phrase such an embodiment may refer toone or more embodiments and vice versa. A phrase such as a“configuration” does not imply that such configuration is essential tothe subject technology or that such configuration applies to allconfigurations of the subject technology. A disclosure relating to aconfiguration may apply to all configurations, or one or moreconfigurations. A configuration may provide one or more examples. Aphrase such a configuration may refer to one or more configurations andvice versa.

Furthermore, to the extent that the term “include,” “have,” or the likeis used in the description or the claims, such term is intended to beinclusive in a manner similar to the term “comprise” as “comprise” isinterpreted when employed as a transitional word in a claim.

1. A method for investigating an insurance claim, the method comprising:establishing a video conferencing session between a mobile deviceassociated with a user and a system associated with a claims adjuster;providing an interface on the system to enable control of a set offunctions on the mobile device associated with the user during the videoconferencing session, wherein the set of functions comprises capturingan image with a camera using the mobile device; receiving, via theinterface, instructions for requesting the mobile device to capture theimage; transmitting, during the video conferencing session and based onthe received instructions, a request to capture an image by the mobiledevice, wherein the request is configured to cause the mobile device tocapture the image in response to the request; and receiving, in responseto the transmitted request, the captured image from the mobile device.2-21. (canceled)